Customer Service Manager Jobs

About The Position

Requirements

• Education equivalent to a bachelor’s degree.
• Seven (7) years’ previous work experience in a customer service role.
• Previous experience in managing people with experience in hiring, coaching, performance development, and corrective action.
• Demonstrable experience handling customer orders on an order entry system, maintaining / building strong positive customer business relationships and estimating and pricing orders.
• Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook.
• Above average written and verbal communication skills with the ability to communicate to multiple audiences and purposes, and to effectively communicate with customers over the phone.
• Strong attention to meeting and exceeding customer expectations.
• Ability to network and build relationships with individuals of various experience and corporate positions.
• Strong active listening, evaluating, and problem solving skills.
• Strong analytical skills with the ability to handle detail oriented tasks and review multiple documents and reports.
• Ability to work in a fast paced, deadline-oriented environment, prioritize assignments, and handle multiple tasks.
• Strong organizational skills with the ability to handle numerous details, deadlines, and requests.
• Previous experience working in a team environment preferred, or a strong understanding of the importance of open communication and information sharing among co-workers.

Nice To Haves

• Bachelor’s degree in Business.
• Previous experience using an automated order entry system.
• Experience in the manufacturing sector, containerboard and corrugated packaging industry.

Responsibilities

• Provide ongoing support and direction to Customer Service Representatives to ensure accurate and complete order entry, processing, on-time delivery, and invoicing.
• Interact with scheduling, production, and shipping departments to maintain on-time delivery. Ensure customers’ expectations are exceeded, especially on first orders.
• Coordinate new customer requests for product samples, specifications, pricing, and availability with various departments i.e. design, sales, production etc.
• Provide on-going direction, guidance, training, and support to staff which includes making personnel decisions on employee hire, compensation, evaluation, and disciplinary action.
• Strive to continuously improve the customer service standards by establishing, developing, and supporting plant goals and quality standards.
• Investigate and resolve customer complaints including billing issues or credit requests, and communicate common problems to internal departments as necessary.
• Recommend changes and improvements to products, services, policies, and operations to better fulfill customer needs.
• Manage on-hand inventory levels and reconcile to customer orders, forecasts, and just in time schedules; including taking physical inventory at month end.

Benefits

• Starting salary range for position: $80,000-95,000.
• Annual Bonus – Based upon individual contribution and overall, Company performance.
• Paid Vacation: Three (3) weeks per calendar year. Pro-rata Vacation during the initial year of hire based upon start date within the calendar year.
• Paid Holidays.
• Medical coverage.
• Dental coverage.
• Vision coverage.
• Life insurance.
• AD&D coverage.
• Disability coverage.
• 401k plan with pre-tax and Roth contribution options.
• Employer provided matching contributions for 401k.